CUSTOMER SUCCESS MANAGER (M/F)
(Frankfurt - Germany)
Ivalua was founded in 2000 and is a global leader in cloud-based spend management solutions
COMPANY OVERVIEW
Ivalua is a global company. Our employees are exceptional professionals who believe that digital transformation revolutionizes supply chain sustainability and resilience and increases the potential of supplier collaboration.
Our leading cloud-based procurement platform is used by hundreds of the world's most respected brands. Our comprehensive and integrated platform enables organizations to effectively manage all spend categories and all suppliers, increase profitability, improve ESG performance, minimize risks, and enhance employee productivity.
It is our passion that drives us forward and our ambition to empower and challenge each other to create meaningful experiences for our colleagues, customers, and partners.
Learn more at www.ivalua.de. Follow us on LinkedIn and Twitter.
THE CHALLENGE
CONTEXT:
Our Customer Success Team is responsible for maximizing adoption of our platform with our customers. The team consists of 14 Customer Success Managers at different seniority levels covering the entire EMEA region.
ROLE:
As a Customer Success Manager, you play a critical role in ensuring that our customers are successful and derive value from the Ivalua platform. You manage a portfolio of customers while their solutions are being implemented and deployed. In this role, you are responsible for increasing user adoption, measuring success, and removing any obstacles that arise. For this position, it is important that you can work well with people. You will often move between business and technology topics.
YOUR TASKS IN DETAIL
- You build and strengthen customer relationships by developing success plans and implementing these plans in a timely and organized manner.
- You manage contract renewals sustainably, promptly, and comprehensively.
- You work closely with customers in acquiring new licenses in a SaaS company
- You identify upselling opportunities and work with the sales team to guide them through the sales cycle
- You manage customer expectations and desired outcomes with strong leadership, project management, presentation skills, and business acumen.
- You are the primary escalation point for issues, bringing solutions together with partners, Professional Services, and sales teams.
- You act as the Ivalua customer representative for your assigned customer base and ensure that key decision-makers understand the value of Ivalua.
- You proactively help the customer achieve their business goals by becoming a true partner who can support the customer in clarifying and guiding their business transformations.
- You create and manage customer reference capability plans for your assigned customer book.
- You coordinate and manage regularly scheduled meetings with customers to ensure that day-to-day operations run as expected and that special projects and product implementations proceed smoothly.
- You report customer status at all levels of the organization using qualitative and quantitative measures.
- You demonstrate best-practice solutions to advocate for expansion of licensed modules and identify improvement opportunities
- You capture, coordinate, and track customer feature requests with the product team
YOUR PROFILE
If you have the experience and strengths listed below, this position could be perfect for you:
Knowledge and Experience:
- You have the ability to create business development opportunities with key sponsors in the installed base
- Experience in preparing and conducting formal Executive Business Reviews (EBR)
- You have the ability to drive continuous improvement of customer service across the organization
- Subject matter expertise in at least one of the following areas is a great plus: Procurement, Supplier Risk, or Accounts Payable
- You have experience motivating customers to adopt new features or services
- Travel requirements: 30%
Soft Skills:
- Excellent communication skills
- Good interpersonal skills
- Fluent English and German language skills
WHAT ARE THE NEXT STEPS
If your application meets the requirements of this position, our qualified talent team will contact you to schedule an initial screening interview. Get one step closer to your goals - apply today!
Our Talent team will guide you through every step of the application process - from preparation to completion. The team is here to support you!
Our hiring process is designed to assess your competencies through a series of personal interviews with internal stakeholders relevant to the position.
Interviews will be conducted virtually via video or in person for face-to-face meetings.
LIFE AT IVALUA
- Hybrid working model (3 days per week in the office)
- We are a team committed to pushing the boundaries of product innovation and technology
- Sustainable company growth, privately held
- A stable company that has been cash-flow positive for 10 years
- Snacks and weekly lunches in the office
- Feel empowered to pursue your goals through improved team collaboration and increased creativity/productivity
- Unlock and unleash your full professional potential with our exceptional training and career development program
- Join a dynamic and international team of top-notch professionals who are experts in their respective fields. Work with like-minded individuals who pursue their work with great passion and high motivation. Experience a truly diverse work environment where your unique contributions are highly valued
- Regular team events, outings to competitions, sports team events, and musical activities
- Ivalua was recognized by Comparably for the following (https://www.comparably.com/companies/ivalua):
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Our values unite us and we are committed to diversity and equality in the broadest sense to create an inclusive workplace. To help our customers make their supply chains more efficient, sustainable, and resilient, we rely on a global team with a variety of backgrounds, skills, and perspectives. We believe in equal opportunity and in diversity as a driver of innovation. We promote inclusion, which creates a productive workplace that is fun and offers fulfilling career opportunities for all Ivaluans. https://www.linkedin.com/company/ivalua/about/
Experience life at Ivalua - watch our captivating video! Gain insight into our unique company culture and get an impression of what it's like to work with us.
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